BeyondTrust is a dynamic company focused on creating a safer world through our cyber security SaaS portfolio. Our culture promotes flexibility, trust, and continual learning, allowing employees to be recognized for their growth and impact on our success. We are looking for a highly motivated and customer-oriented Service Desk Analyst to join our team.
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In this role, you will be responsible for providing technical support and assistance to end users both face-to-face and remotely, primarily based in the United States and Canada, with a focus on the Halifax area offices. You will manage and maintain all IT equipment within the office and will be expected to translate non-technical difficulties into technical language for our technical teams. Coordination with third-party vendors for equipment maintenance and warranty claims will also be a part of your responsibilities.
Work Conditions: Full-time; primarily in the office 3 days a week, with 2 days subject to business needs.
Responsibilities:
- Incident and Request Management: Log and track incidents and service requests in a ticketing system, ensuring accurate and up-to-date information.
- End User Support: Provide technical support and assistance to end users, ensuring timely resolution of IT-related issues and inquiries.
- IT Equipment Management: Take ownership of all IT equipment in the office, maintain an inventory, track assets, and ensure proper functioning.
- Proactive Monitoring: Monitor IT systems and networks to identify potential issues and ensure optimal system performance.
- Vendor Coordination: Collaborate with third-party vendors for equipment maintenance and repairs, ensuring timely resolution of service requests.
- User Training and Onboarding: Conduct training sessions and provide orientation to new employees on IT systems and best practices.
Qualifications:
- Bachelor's degree in computer science, information technology, or a related field.
- Proven experience in providing technical support to end users, face-to-face or remotely.
- Strong knowledge of IT equipment, including Windows and MacOS systems, printers, networking devices, and peripherals.
- Excellent communication skills, with the ability to translate technical concepts for non-technical users.
- Familiarity with ticketing systems, incident management processes, and asset management (e.g., ServiceNow).
- Intermediate knowledge of Office 365.
- Ability to prioritize and manage multiple tasks with attention to detail.
- Proficiency in troubleshooting software, hardware, and network-related issues.
- Experience working with third-party vendors for equipment maintenance and warranty claims is desirable.
- Strong customer service orientation and problem-solving skills.
- Adaptability to changing technologies and a willingness to learn.
Language Requirements: Proficiency in English is implied.
Additional Notes:
BeyondTrust is an advocate for diversity and inclusion, aiming to build teams that reflect varied backgrounds and perspectives. We believe that our strength lies in being different together and take pride in cultivating a culture where each individual feels connected and valued.
